All of these large companies seem to have (correctly) realized that 95% of tech support cases are trivial issues that can be resolved via automated responses.
The problem is that they then assume that all cases are one of those 95% in order to solve the 95% as quickly as possible, which probably looks good to whatever metrics they're tracking.
But if you're one of the 5% you're fucked.
If there's anyone out there designing tech support procedures, you should add an "is this a 5% problem?" question to whatever checklist you give to support staff.
The problem is that they then assume that all cases are one of those 95% in order to solve the 95% as quickly as possible, which probably looks good to whatever metrics they're tracking.
But if you're one of the 5% you're fucked.
If there's anyone out there designing tech support procedures, you should add an "is this a 5% problem?" question to whatever checklist you give to support staff.